Video On Demand

[al52025]

i have the triple play and the xbox setup is saying error code 808 which tells me i need to be subscribed to xfinity internet. whats up

[me2also]

Same err here. Code 808 on xbox xfinity app; tells me to subscripe to xfinity internet even though i have the triple play.

[rhettf]

I have comcast business class internet and I get the error, so lame! I can access it via my iOS devices and computer just fine from the same network but because I have residential TV and not residential internet I can use it. Worst part? I pay 4x for internet access since its business. 

[G-Code59]

I'm having the same error code 808. Very disappointed Comcast! :-(

[Mikeintosh]

This is also happening to me. Awesome -_-

[ComcastJoe]

---

Mikeintosh wrote:
This is also happening to me. Awesome -_-

---

Are all of you business class internet customers?

If so, I am sorry but this is only available to residential customers

If not, what is the make and model of the modems that you are using?

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[me2also]

I'm a resedential customer. I'm currently @ work so will not be able to provide you with that information until later tonight.

However, if this helps, I don't have one of the larger HD boxes. I have the cheap-o SD box with On-Demand used for base-tier triple play (http://www.comcast.com/MediaLibrary/1/1/About/PressRoom/Images/LogoAndMediaLibrary/Photography/DCT70...)

The other two boxes in our house are the standard digital adapters without OnDemand.

[maddogjt]

I'm also having the 808 issue.  I have residential cable & internet, I use a Linksys CM100 cable modem that I provided, and I'm using CableCard for my primary service. 

[deVlaeminck5]

For many of us, the cablecard jinx continues. 

I have been told the Xfinity App for Xbox will not work for those of us who use cable cards. I would hope some type of public announcement from Xfinity/Comcast on this issue. 

[Mikeintosh]

This is ridiculous. I have your television services, I can access Xfinity from ANY OTHER MEDIUM EXCEPT XBOX LIVE. How this is even real? 

Are you just asking more questions? Yes, most of us use business class. No, we cannot access this. How are you seriously trying to charge me another 5 dollars a month to access this content? It's bad enough you BLOCKED HBO GO, but now you're not even allowing us to log into the Xfinity. This is pathetic. Do you have a team of people called your "customer shafting unit" that just think of creative ways to bend us over yet continue to suck our money away?

[Mikeintosh]

HA! Announcement? You'll be lucky if they don't figure out some other way to ruin our lives. 

[mrodm689]

I'm a residential costumer and have Motorola SURFboard SBG6580 but keep on getting the error 808

[mrodm689]

To elaborate I have all of the requirements that should let me log on, the only issue it may be is my modem 

[mdodge1078]

I also continue to get the 808 error code. I have tried for the last 2 days. I have Digital tv package with Motorola set top box and Blast internet package (Motorola surfboard SB6121 modem) with streampix. I can access everything online but not through my Xbox 360 as it continues to say I need Xfinity internet to access the app on the 360. Any further update would be appreciated. Thanks

[rhettf]

I am using your comcast business class IP gateway. Please Fix it before I switch to directTV where they don't treat there customers like criminals.

This is really the last straw and the only reason I haven't dropped you yet is I love my Tivo. But I am worried your going to pull this same bull when tivo is supose to get xfinity IP onDemand. 

[Mikeintosh]

The above post is so on point its not even funny. If you have comcast, you're treated like a criminal. 

"Hey- you pay for our service? Great, let me find all the ways in which I can make this painful, because hey! We bill you a month in advance for services not yet rendered. So if you cancel, we still have your money for next months service! FREE MONEY FOR US! YAY GREEDY CORPORATE AMERICA!"

Pathetic.

[me2also]

Cable Modem / VOIP : Arris TM402P/na

Cable Box (1): DCT700/US

Cable Box (2): standard DTA

Cable Box (3): standard DTA

Cable modem is connected to router (Microsoft MN700) ... xbox (1) is wired; xbox (2) is wireless

[ChristianG]

Same issue here with residential TV and Internet. Cable Modem: Motorola SB6120 (owned)

[bearda]

Eror 808, no matter what I try.

Comcast residential Blast service.

Cablecard in a Tivo Premere

DCT700 for On Demand (that I'd really like to get rid of if I can get the Xbox app to work)

Arris WBM760A modem replaced earlier this year

[Xbrub]

Same error. I have Xfinity TV and internet. Home service. Motorola Surfboard SB5101U DOCSIS 2.0 Cable Modem

Here's what happened:

1st call: I got transfered to a different department that would solve my issue. I was on hold for a long time and eventually the call dropped (or Comcast hung up on me)

2nd call: I was told I had to call Microsoft

I called Microsoft. They said it was Comcast's problem. The Xbox helpdesk conferenced me with a Comcast rep which would make this the 3rd call. 

3rd call: I was told many users were experiencing this problem. Comcast opened a ticket and I was told I would receive a call in the next 3 days. I hope the issue is resolved this time.

[Pirateogta]

I get the same error code. I have all the required services.

[Bucman]

I also have this issue...I have XFinity internet service at home and XFinity digital cable...get the 808 code everytime!

[stevenledet]

Getting error 808 called comcast they directed me to xbox support which directed me back to comcast. Any reason why we are unable to get on demand when I have both tv and internet. I also pay for premium channels.

[stevenledet]

Contine to have the same problem. Any update?

[ComcastJoe]

---

stevenledet wrote:
Contine to have the same problem. Any update?

---

For further assistance, please call our XBOX dedicated support line at 1-877-599-1846 for further assistance.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[rhettf]

They don't provide assistance, they tell you to call microsoft, or business class support, or internet support, on no maybe you need cable TV support? no I'm sorry you need to speak to billing. They shuffle us around since no one would like to take responsibility for the phiasco. 

ComcastJoe just admit you have no clue how to handle this, your business team was straigh up with me after 3 hours on the phone:

"This is ridiculous, comcast business class is about not having restrictions and its illegal that xfinity is telling you, you can't use your internet connection for llegitamit reasons."  

The problem is you can't justify this: I am not allowed to access ondemand via my xbox but can via my computer or iOS device which both play on the SAME TV & NETWORK! (if you ask why I want to use my xbox its so I can use Kinect!) 

The fact of the matter is no answer expect "we are sorry for treating you like a criminal here is the service you pay us for" will be satisfactory. 

You guys have angered the gaming community, we won't stop complaining about this online til you make it right. 

[Bucman]

I'm sure you like jumping through the hoops too...

I think I'll pass and continue to request some service through this singular channel until something happens.

Thanks

[rhettf]

I hate hoops...its why I switched to business class, their support team is truely amazing. If your connection goes down within a couple hours a guy is at your door for example.

When I called the number my xbox gave me 800-XFINITY I simply got the answer "no" and if I asked if I could get xfinity internet it was "no" and if I asked to speak with the manager is was "no" he will just say "no" seemed insane, no you can't speak with the manager since our answer is already no. WOW big help! 

So I called Business Class support, instantly my phone call was answered by a man who was sitting in a quite office (no voices in the background).  his first response was, "Wait you can't use one of our services on the business class connection? thats abusurd." I told them they say I have to have residential, and he said well you can't since you already have business class internet. He then ask to place me on silent hold and researched the problem, even asking for my number if we get disconnected. After he help me for over 2 hours (resulting in calling the xfinity xbox xupport - on page 5 on the comcast xfinity handout.) 

They said it is full of errors at the moment and it will take 72 hours to fix. He also explained why you have to have residental internet on the same account and its all technical but straight forward: 

When the Xbox 360 sets itself up it downloads a new modem config file for your internet connection. This config file does something along these lines: It  opens up your bandwidth just for the xbox 360 connection so you get decent quality and it tells the modem to not count that traffic against your 250GB total. Its the same thing when you call up and request a faster connection, a new config file says hey let them actually use 12MB a sec instead of 6MB. 

Why it shouldn't matter for business class customers: the minimum connection is 50MB - a not like you only get a fraction of it, you really can use a good chunk of it. Business class also doesn't include a cap, so really there is no need for a change in modem configs. 

If tehre is something more going on I would love to hear it.

[ryancoy]

I have been reading these forums the past few days and have seen reports from people that those who have a Cablecard Device along with the Motorola SB5120 Cable Modem are somewhat related to the XBOX Xfinity On-Demand 808 Errors we are seeing with the service. Can someone from Comcast XFinity shed more light on this? I spoke with 4 Customer Support representatives, and they do not seem able to handle much troubleshooting beyond having me unplug and plug in my equipment.

How does the setup occur on the backend during the authentication process? Do any specific ports need to be opened up to allow specific data traffic to pass thru during the "Authentication" setup/process?

By having a Multistream Cable Card on the account introduce any issues?

I have a Ceton 4-Tuner Internal Card with the Comcast Multistream Cable card and 3 XBOX 360 Extenders within the home and also have a New Motorola Set Top HD Cable Tuner I currently Pay $8.00 a month for to currently get On-Demand. I have seen some posts where I have to have at least one Actual On-Deman capable device within the home. Can someone at Comcast elaborate on that as well? What needs to be provisioned on the account in order to ensure this all works correctly? I am somewhat surprised that these issues were not ironed out during the long Beta process that occured prior to launch.

Replies Appreciated!

[G-Code59]

I have a Motorola SB5120

[tjoyce05]

Just want to also share that I also have the 808 error

I have residential cable and internet, Motorola SurfBoard 5101.

Not going to bother Comcast support...hopefully this is a systemic issue that'll be solved for everyone together.

[me2also]

Just got off the phone with support, apparently there was some sort of missing billing codes within the xbox-xfinity authorization system. This is why the xbox-xfinity app doesn't think I have internet (808 err). They're currently reloading the data and hope to have this resolved in a day or two. I have triple play resedential and no cable card.

[clucent]

Called 1-877-599-1846

Rep scanned my acount and router and said I was missing a rate code.

Tranfered me to acount management, the not so nice young lady, idnt know nothin bout no rate code, and she worked there for 10 years! If there was a rate code she would know about it!" I assured here that there were higher ups that are working on the issue and that there is obviously a lack of communication between technical assistance and the "sales floor". She got very irate and rude so I asked for her supervisor, she got rid of me by putting me on hold for 20 minutes.

Called 1-877-599-1846

Talked to Chuck, we have the same name... hes pretty awesome however his computer crashed and had to put me on hold for 20 min. ...... I hung up.

Called 1-877-599-1846

Talked to a lovely young lady who was really nice. She researched my router, checked my acount, guess that it might have something to do with the fact I dont have a DVR...put me on hold. Turns out it was not the DVR, and I should be eligible. I mention the "rate code" thing the first guy told me, and she updated the rate code, I cycled my router, modem and xbox.

The first attempt at login failed; code 808

Second attempt I used my username but with a capitol first letter" Worked!

Previously I did try the username this way and it did not work, so Im going to say it has something to do with the rate code.

Good luck all!

[Bucman]

---

rhettf wrote:

I hate hoops...its why I switched to business class, their support team is truely amazing. If your connection goes down within a couple hours a guy is at your door for example.

When I called the number my xbox gave me 800-XFINITY I simply got the answer "no" and if I asked if I could get xfinity internet it was "no" and if I asked to speak with the manager is was "no" he will just say "no" seemed insane, no you can't speak with the manager since our answer is already no. WOW big help! 

So I called Business Class support, instantly my phone call was answered by a man who was sitting in a quite office (no voices in the background).  his first response was, "Wait you can't use one of our services on the business class connection? thats abusurd." I told them they say I have to have residential, and he said well you can't since you already have business class internet. He then ask to place me on silent hold and researched the problem, even asking for my number if we get disconnected. After he help me for over 2 hours (resulting in calling the xfinity xbox xupport - on page 5 on the comcast xfinity handout.) 

They said it is full of errors at the moment and it will take 72 hours to fix. He also explained why you have to have residental internet on the same account and its all technical but straight forward: 

When the Xbox 360 sets itself up it downloads a new modem config file for your internet connection. This config file does something along these lines: It  opens up your bandwidth just for the xbox 360 connection so you get decent quality and it tells the modem to not count that traffic against your 250GB total. Its the same thing when you call up and request a faster connection, a new config file says hey let them actually use 12MB a sec instead of 6MB. 

Why it shouldn't matter for business class customers: the minimum connection is 50MB - a not like you only get a fraction of it, you really can use a good chunk of it. Business class also doesn't include a cap, so really there is no need for a change in modem configs. 

If tehre is something more going on I would love to hear it.

---

I apologize, that comment wasn't meant for you...I was trying to quote and reply to the support guy who said to call customer support and was letting him know my discontent with that response...it doesn't help telling your customers to call customer support who are just going to tell us they can't fix it...quoting a post on this board is as frustrating as talking to their support reps on the phone...

[Pqueen899]

Just letting you know I also have error code 808 I have residential internet and all other requirements. My modem is a ubee d 3.0

[clucent]

Slightly off topic, but...

I worked for a comcast call center for a hot second. The biggest issue is that the majority of the people that work on the call center floor are not trained to troubleshoot outside of the basic hard resets and "let me look at your account". They are monitored so they don't want to say the wrong thing (you would never know it the way they talk to people), however they also don't want to spend too much time on a call "troubleshooting". They are pushed to either "up-sell" or send out a technician, both of which make more money for the company. The incentives within the company are for sales not technical support. If you are lucky enough to talk to someone that knows what they are talking about then you were lucky enough that someone took the time to transfer your call correctly.

Most times they will just put you on hold till you hang up, or your call will get mysteriously "dropped".

[billd89]

I have the Xbox 360 app downloaded, I have a live gold account, I have the Comcast triple play in my house, I have 2 cable boxes in my house, one of them is a DVR box, I have on demand and all that jazz as well as an HBO subscription. Can someone explain why I am getting s code 808 over and over saying I need xfinity Internet for this to work? Called Comcast support this morning 3 times, the first time the call was disconnected before I even got to a representative, the other 2 times they put me on hold and I was disconnected. I am more than frustrated at this point.

[ComcastJoe]

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billd89 wrote:
I have the Xbox 360 app downloaded, I have a live gold account, I have the Comcast triple play in my house, I have 2 cable boxes in my house, one of them is a DVR box, I have on demand and all that jazz as well as an HBO subscription. Can someone explain why I am getting s code 808 over and over saying I need xfinity Internet for this to work? Called Comcast support this morning 3 times, the first time the call was disconnected before I even got to a representative, the other 2 times they put me on hold and I was disconnected. I am more than frustrated at this point.

---

Are you using a D2 or D3 modem? (see http://mydeviceinfo.comcast.net/ for a list of supported modems)

What is the make and model of your modem?

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[dokapi]

I have a compatable modem from the list, but it still will not let me in like prior complaints.

[ChristianG]

I called tech support, it turned out that my cable modem's MAC address was not associated with my account. After fixing this, login to the app worked.

[cgulliver]

Bummer... Have Double Play with xfinity and tv but got 808. Motor sb6120 and cable card for tivo premier. Called and was advised they are working on it and I am eligible but will be notified when fixed... Holding breath.

[Willycom]

Comcast Joe, what's the true story here? If it's truly a rate code, update the data base and let's move on. Was this system even tested before it was rolled out? I'm still waiting for my tier 2 support status call (72 hours, ha). Yet another example of a lie, if they are working on it, they should at least tell me that via my CDV....... So sad, customers bail over issues like this... Sad part is, I work for the company.

[stevenledet]

Ok, error code 808 is fixed at my house. Thank you comcast. Here are the details of how it got done, after 3 days I take a little of the blame on myself:

-First my setup:

Dell Zino media center with MCARD into a Hauppauge WinTV-DCR-2650. Connected through USB.

Cable modem is Motorola Surfboard SB6121

3 xboxes total, one in each room to stream media center content.

Double play xfinity internet and tv

How it got fixed:

-First called the number 1-877-599-1846. To my surprise someone answered, no automated system. This was by far the best experience over the phone I have had from any company. The lady was able to add all of the necessary "codes" to my account. Which didn't have them on it. Unfortunately, this still did not work due it part she said she didn't see any "on demand" access coming from my end.

-From here I went in to the closet and got my SD cable box from comcast which was never used since day one. Hooked it up to the tv and went to ON DEMAND on the remote. A pretty white screen came up saying this device needed to be activated.

-Called comcast to activate the cable box, and woohoo xbox logged in like a champ!

Turns out Comcast sends out ON DEMAND updates to the boxes regularly and if you don't have one connected to the line it doesn't update your account. So I'm leaving my box plugged in, even though I never use it. It's free with my service anyways

Hope this helps everybody!

[tjoyce05]

Glad to hear it worked for you...

Mine still isn't working..am I really going to have to call them to have this fixed?

*sigh*

 If it really is as simple as adding a rate code, why wasn't it automatically applied to all eligible customers?

[me2also]

@tjoyce05

I'd call if I were you. It sounds like there are multiple different issues. (1) cable card / cablebox authorization issue (2) mac address association issue (3) rate code missing in system issue.

When I spoke to support, they seemed certain I feel into the rate code issue and said they'd give me a call in two or three days (business days?) when it was fixed. That was about two weekdays ago and I haven't gotten a call back from them yet.

You might be having an issue with the other two. I'd just give them a call. The call I made was rather painless.

[tjoyce05]

I don't have a cablecard, I currently use two set top boxes, each with on demand already. So, it's not like I'm missing anything. It's not worth my time to spend all day on the phone tracking down a rep that would know how to fix it. It would be cool if it worked, bit it's not critical for me.

I would seem to be the type of customer that it should "just work" for without having to call...pretty standard issue setup.

[Innominatus]

I pay for comcast residential cable tv and comcast business class internet. Its ridiculous that you dont allow your new xbox 360 app to work for me. I pay you around $200 a month as it is! You do not need any more of my money. The residential internet people pay less and they get to use the service!

Please make this right!

[tjoyce05]

Despite my better judgment, I broke down and called the number above. After waiting for about 15 minutes i reached a nice lady that knew exactly what the problem was when I said it was the 808 error. She even said "we've been getting a lot of these since it launched this week". She said it was probably missing a rate code, and she looked it up and could clearly see that it was missing, called "xfinitytv for Xbox", by the way...<br><br>That's where the good news ends. She warned me that adding those rate codes has been "hit or miss" for her, because she sometimes doesn't have the right access to add it. Sure enough, she tried twice to no avail, and forwarded me to billing where they can surely do it.<br><br>Well, this was actually a forward to the main number, where i got stuck in touch-tone menu heck and couldn't reach anyone. Both "billing", my original destination and the number for adding new service reported that their offices were closed.<br><br>Ugh....again I have to ask, why wasn't this rate code just given to everyone by default? This is so embarrassing.<br>

[tjoyce05]

Sorry for the lack of paragraphs above..was forced to edit a bad word, "heck", and that's what it gave me

[BobDeckard]

Yeah i also can't login due to error code 808. Even though I have everything that it takes.